From Road Rage From Road Rage

To Desk RageTo Desk Rage

Incivility in the WorkplaceIncivility in the Workplace

John Fuller, Ed.D.John Fuller, Ed.D.

DirectorDirector

Office of Workforce DiversityOffice of Workforce Diversity

Johns Hopkins HospitalJohns Hopkins Hospital

Workplace Dynamics

WorkBackground

Disability

Education

ParentalStatus

GeographicLocation Generational

Values/Motivations

Thinking Style

Income

Marital Status

Military Experience

AgeSexual

Orientation

GenderIdentification

Ethnicity

Disability

Race

When you left for work this morning, what did you leave behind?

Your opinions? Your background?

Your generation? Your native language?

Your doubts? Your children?

Your secrets? Your real hairstyle?

Your race? Your politics?

Your ethnicity? Your gender?

Your sexual orientation? Your personality?

Your uniqueness? Your ideas?

Positive Dynamic or Perfect Storm?

Current HeadlinesFearing Long Recession, Employers Halt HiringForeclosures Increasing; Housing Bottom Not in

SightPolitics Can Chill Water Cooler Chatter

Workplace survey by Vault Politics 46% had witnessed a political argument between co-workers

Job Losses Accelerate Signaling Deeper DistressHarris Interactive Poll indicates that 7 out of 10

area residents say jobs and money are significant sources of stress exceeding the national average

How Does It Make You Feel?Commuting to work and someone cuts you off

nearly causing you an accident? What if it was a coworker who did this to you?

Seeing others talking on the phone while driving and not paying attention? In the fast lane?

Weaving in and out of traffic like stunt drivers?Riding behind someone with a political bumper

sticker? In the fast lane going 55 in a 55 mph zone in front of you?

Late because of an accident backing up traffic.Gas Prices/Current Financial Crises/your 401/402?

Minding Your Metro MannersRidership Has Grown

Keep your music to yourself. Personal music players; keep volume so others cannot hear

Cell phone conversation – no one wants to hear your medical ailments or other personal information

Keep your germs to yourselfBe mindful of fellow riders’ private spaceWatch your body parts while standing or sittingNo food and please take baths before boarding!

Reuters Report on Desk RageAugust 200850% of all workers report yelling and verbal abuse on the

job with 25% stating being driven to tears.2-3 percent admit hitting, pushing, or slapping someone

at work. 100 million in the workforce that amounts to as many as 3

million people.One sixth of US Workers reported anger at work has led

to property damage and a tenth reported physical violence at the workplace fearing for safety.

Contemporary pressures such as rising fuel costs fan the flames.

People coming to work after a long commute sitting in traffic, watching their discretionary income burn up.They are already for a fight or just really upset.

Derailing Behaviors

MICRO INEQUITIESDefinition: Tiny damaging discriminatory

action or comment which normally one cannot do anything about. Yet they are incredibly damaging

Doesn’t Matter What Message You SendOnly the Message That Was Received!

Co-Responsibility

DERAILING BEHAVIORSCarry A Powerful Impact

Examining Costs of Employee Turnover Due to Derailing Behaviors

Administrative including time spent copying documents, scheduling appointments, coordinating with hiring manager.

Interview Related including reference checks, emails, mailings, postage, resume screening, criminal/credit checks, medical exams, drug tests, orientation materials and presentations.

Outgoing Employee including paid accrued vacation, separation bay, continued benefits, processing benefits, payroll processing, unemployment compensation………

Employee Dignity EntitlementsPEOPLE IN THIS ORGANIZATION:

Receive recognition in proportion to their contribution.

Are treated as unique individuals –not stereotyped.Receive fair coaching and feedback to enhance their

skills and are clear about what is expected.Receive negative feedback in private in a manner

that exhibits respect.Receive a hearing about any concern or opportunity

they want to bring to the attention of the organization.

Receive a fair opportunity to compete for jobs when available.

Derailing BehaviorsYou Think YOUR Boss is Bad?People not being told what is expected of

them, then chastised for failing to perform.People being promoted to appease them.People being intentionally ignored as a way

to belittle them.People being left out of the loop in important

information, intentionally to hurt their performance.

People deserving promotions being overlooked to punish them.

“People Join Companies – But they leave Managers”Gallup Quote

INCIVILITYIncivility is evidenced by disrespectful behavior.

It undermines the dignity and self-esteem of employees, creating unnecessary suffering.

28% lost work time avoiding the instigator of the incivility

53% lost time worrying about the incident/future interactions

37% believe their commitment at work declined 22% have decreased their effort at work10% decreased the amount of time that they spent at

work12% actually changed jobs to avoid the instigator

Acts of Incivility by ManagementManager who never recognizes the

contributions/achievements of staff – instead pounces on every mistake. “Nitpicking”

Manager meetings with staff members that often begin with “Do you mean to tell me…” or saying “Off the record”

No Developmental AssignmentsNo Constructive Feedback or MentoringLimited ExpectationsNot evaluated fairly based on performance,

rather on personality style, professional background, age, race, gender, religion, disability or sexual orientation.

Informal Survey Results from MIT Study

56% reported Rude intentional disregard of a person’s presence and intentional actions that embarrass or devalue

53% reported Blatantly rude/Lack of manners or common courtesy

32% Reported Repeated unjustified criticism designed to demoralize

34% reported Confrontational “in your face” demeanor.

62% reported Back-Stabbing – Unfairly criticizing behind their backs for personal gain.

Workplace BullyingInappropriate interpersonal behaviors workers are subject to through their employment

Persistent unjustified criticismPublic humiliationThreats to professional standingScrutiny of workUnfair allegations of incompetenceCan be verbal or horizontal (other

colleagues)Stalking and intrusion; can lead to

physical violence

Who Does the Bullying?Men and women bully and are bulliedWomen bullies target women 84% of the timeMen bullies target women 69% of the timeWomen are more likely to report bullyingAbout 1 in 100 who experience egregious bullying

either attempts or succeeds to commit suicideMost people who are bullied report damage to

their healthOverwhelming majority of bullies are repeat

offendersBullying is responsible for 1 resignation in 4

Who Actually Commits Work Related Acts of Incivility or Bullying?

Did you know….Job discrimination complaints rose 9% in Fiscal Year 2007

to nearly 88,000. The EEOC collected over $345 million in settlements in FY

2007.

18% of all Federal Sexual Harassment federal charges nationwide were filed by men in 2007

“Offensive” is in the eye of the beholder or the recipient of the behavior. If you make comments that you feel are not offensive and the recipient says they are…..then they are!

An estimated 71 percent of the workforce has experienced some form of workplace incivility in the past five years.

Examples of Sexual Harassment Incivilities and Behaviors

Email, I-Phone, Internet Reality, pager messages, sexual objects, letters, phone calls, inappropriate sites displayed on computer, discussing sexual escapades or television explicit ads……

Unwanted touching, hugging, jokes, pinching,…leering, etc.

Comments: “Hey Baby give me a smile,’ “You look like you are ready for bed in those hospital greens – I am ready for bed too”

Unacceptable Music: - “ Honky Tonk Badonkadonk” “It’s Hard Out Here for a Pimp”

Unwelcome and persistent requests for dates or sexual advances.

Hostile Working EnvironmentMust be sufficiently severe or pervasive to create an

abusive work environment.Does not refer to occasional compliments of a socially

acceptable nature. It can be based on martial status, pregnancy, race,

color, ethnicity, national origin, age, disability, religion, sexual orientation or identity, personal appearance, veteran status or any other legally protected characteristic.

It does refer to behavior that is not welcome, which is personally offensive, that debilitates morale, and which interferes with work effectiveness.

Who Should Help Stop Workplace Incivilities?

S- The Source of the Behavior- Stop the Harassing Behavior

T - The Target of the Behavior-Tell the source to stop and/or report the behaviorExpress your feelings – Say it is unwelcome

O- Any Observer of the Behavior-No such thing as an innocent bystander.

P- Any Person in Authority-A Duty Exists

Cashing in on Generational DiversityFrom Culture Clash to Valuable Business Asset

Y Text Speak

Thx for the Iview! I Wud to Work 4 U!! ;)

1 out of every 10 thank you emails contain smiley faces sent to hiring managers.

It is natural communication for this generation but probably not for X or Baby Boomers!

Four Generations At Work

Traditionalists (born 1922-1943)Baby Boomers (born 1943-1960)Generation X (born 1960-1980)Millenials (born 1980-2000)

Generations at Work

The events and conditions each of us experience during our formative years help define who we are and how we view the world.

The generation we grow up in is just one of the influences on adult behavior.

ValuesTraditionalists:Hard workDedication &

sacrificeRespect for rulesDuty before

pleasureHonor

Boomers:OptimismTeam orientationPersonal gratificationInvolvementPersonal growth

ValuesXers:DiversityTechno literacyFun and informalitySelf-reliancePragmatism

(Common Sense)

Millenials:OptimisticFeel civic dutyConfidentAchievement

orientedRespect for diversity

Generational FeedbackTraditionalists – “No news is good news.”Boomers – “Feedback once a year and lots of

documentation.”Xers – “Sorry to interrupt but how am I

doing?”Millenials – “Feedback whenever I want it at

the push of a button.”

Generational Interaction: An Example

Traditionalists and Boomers

may have a tendency not toquestion or challengeauthority or the status quo.This may cause confusionand resentment among theXers and Millenials whohave been taught to speakup.

All Employees Remember This We all report to someone. Experts say it is

good to remember that today’s managers have a lot of responsibilities; increasing revenue, keeping customers, i.e., patients or students happy, managing a diverse workforce that comprises four generations of people who are motivated and fulfilled differently based upon their culture. A little empathy for the boss can’t hurt.

Maybe, just maybe the problem may be you!